What are the responsibilities and job description for the Technical Support / Help Desk Associate position at Xerox?
Description & Requirement
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About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.
Overview:
MRC, A Xerox Company is hiring a reliable, upbeat, customer service oriented Technical Support / Help Desk Associate to answer incoming calls and coordinate customer service and support. Technical Support / Help Desk Associates are responsible for providing a superior client experience while reducing client downtime by providing remote hardware, software and network technical support solutions to internal and external clients and partners. This is a full-time opportunity in an onsite / office setting.
Xerox is a premium brand and customers globally associate that with a belief that they will always be treated with the utmost care, knowledge, and professionalism. Xerox is looking for people that are excited to learn and grow, providing comprehensive training and career progression opportunities.
Responsibilities:
- This position is focused on Technical Support and requires Superior Customer Service Skills that include Empathy and Urgency as well as sound Troubleshooting ability, Technical Skills and Aptitude.
- Xerox provides extensive training on all troubleshooting tools, products and systems.
- Xerox’s Digital Service approach enables remote success for our customers & has been cutting edge for many years with devices designed to get customers back to work quickly. This also ensures that our field technicians can get to the customers that truly need them, the fastest.
Requirements:
- Provide an Excellent Customer Experience using sound listening skills, empathy and urgency; when necessary, effectively diffuse and recover service concerns with the Customer.
- Solve Customer Hardware, Software and Networking problems at first contact using Xerox Systems, CareAR and/or Software Tools as appropriate.
- Proactively communicate the benefits of diagnosing and resolving issues
- Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary.
- Can Execute processes unique to Xerox Major Account Customers to ensure Service Level Agreements are met.
- Provide feedback on Policies and Procedures to continuously improve Customer experience.
- Maintain product and software knowledge.
- Performance focused – measured on providing great experiences and resolving technical issues by making good business decisions on each interaction.
- Represent Xerox to Customers and Partners in a Friendly, Professional and Ethical manner.
Qualifications:
- Post-Secondary Education is an asset.
- Technical support experience is an asset.
- Solid Problem-Solving Skills - experience with troubleshooting technology issues such as mobile devices, software, computers, printers, etc. is an asset.
- Friendly and able to communicate effectively – listening, written and verbal.
- Ability to deliver results independently and as a part of a team.
- Critical thinking and decision making.
- Ability to multitask effectively with attention to detail.
- Prior support center experience is not required.
- High level of achievement and self-motivation.
What We Offer:
- Competitive compensation (hourly compensation and applicable overtime)
- Comprehensive benefits offerings (including medical, dental, vision, life insurance)
- Retirement plan
- Paid holidays, personal choice days, and paid time off
- A culture that offers flexibility and a healthy work life balance
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